Patient Information

Information Privacy

In line with the National Privacy Principles, patient information collected by this centre is accessible only by medical practitioners and will not be released to third parties without the consent of the patient. Patient’s medical records are a confidential document.

It is policy of the practice to maintain security of personal health information at all times and to make sure that this information is only available to authorised members of staff.

Patients of our practice have the right to get access to their personal health information under the Privacy Amendment (Private Sector) Act 2000. On request for access to personal health information, our practice documents each request and endeavours to help patients in granting access where possible and according to the privacy legislation.

Forward the patient request to the patient’s GP to check for exemptions. Exemptions to get access to must be noted and each patient or legally nominated representative must have their identification checked before access is granted.

Feedback and Complaints

Despite the best intentions complaints may arise. Our practice deals with complaints in a courteous and understanding manner. Perceptions of what is reasonable and fair can change when patients are unwell or anxious. Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback.

Our practice provides patients with the opportunity to provide compliments, complaints and suggestions. This may be through the provision of information in the practice information sheet.

The Practice is committed to quality of care through responding to patient feedback.


Doctors at this practice routinely send recall and reminder letters and SMS to patients regarding further consultation and assessment. Patients also have availability to Diabetic Register, Pap screening Medication Reviews and Aged care Assessments.

Once registered the patient is routinely recalled. Patients may advise their doctor if they object to inclusion in reminder systems or register.

After Hours

The centre phone automatically diverts to Hello Home Doctor Service at close of business each day. All calls are triaged as per the Department of Health guidelines.
Phone Number – 134 100


We are a Mixed Billing practice. Patients who hold a valid Pension card, DVA card and children 16 years and under will be bulk billed for standard consultations.

All new patients will be charged a fee except children under the age of 16.

As of the 1st February 2023:

A non-Attendance fee will apply if you fail to turn up for your appointment.

Or if you cancel your appointment within 2 hours of appointment booking time.


Thornlands surgery recommends, in accordance with best practice, that if your doctor sends you for any investigations, it is the responsibility of all patients to make a follow up appointment to discuss the results.

To protect your confidentiality and to maintain the highest quality of patient care, please be advised that no results by nursing staff will be given out over the phone. If you wish to discuss your results, even if they are normal, to ensure optimal medical care and understanding of your health, you will be asked to make an appointment.

Please note that if your results indicate a need for urgent review, you will be contacted by your doctor or Thornlands surgery’s nursing or administrative staff as soon as the result is viewed. However it is essential that you exercise your responsibility to return for review of the results.

Telephoning Doctors

It is difficult for a doctor to interrupt a consultation with a patient to take a call on the telephone. Thus, generally you will be asked to leave a message and the Doctor will use best endeavours to return the call when available.

Only medical emergency calls will be taken. All written materials and conversations are confidential.

Privacy Policy

We value the doctor-patient relationship. Patient privacy is vital to such a relationship. To view our privacy policy please go here.